Category Archives: Technical

Enhancing Customer Service Automation with AI Agents in Dynamics 365 CRM – Part 1

When a customer service team grows, they often face a big problem. Their shared support inbox fills up with noise. Real customer complaints need immediate attention. However, these important emails often get lost under vendor newsletters, out-of-office replies, and automated alerts. If you do not have an intelligent filter, every single email creates a new… Read More: Enhancing Customer Service Automation with AI Agents in Dynamics 365… »

Web API Plugin for Declarative Agents in Microsoft 365 Copilot

Sales and business users often need quick access to CRM information such as customer names, telephone numbers, revenue, location, and account details. we will build a real world Account Assistant that connects Microsoft 365 Copilot to an existing ASP.NET Core REST API. The REST API queries the Microsoft Dataverse Account table and exposes an account-search… Read More: Web API Plugin for Declarative Agents in Microsoft 365 Copilot »

Web tracking and personalization overview (Customer Insights Data) – (Preview)

Web tracking and personalization in Dynamics 365 Customer Insights – Data (Preview) enables organizations to track website interactions from anonymous and known visitors. This data can be associated with customer profiles and used for segmentation and personalized website experiences. For example, an insurance customer may browse coverage plans and use a quote calculator before creating… Read More: Web tracking and personalization overview (Customer Insights Data) – (Preview) »

From Topics to Skills: The Evolution of Copilot Studio Agents

The Microsoft Copilot Studio is revolutionizing the design and construction of conversational agents. Normally, developers-built agents around Topics, which are essentially conversational flows invoked by specific phrases. Topics worked well for structured chatbot scenarios, but they became more and more difficult to manage as agents became more complex. Microsoft has introduced Skills as a core… Read More: From Topics to Skills: The Evolution of Copilot Studio Agents »

Enhancing Power Apps Grids with Custom Column Visualizations

Displaying data in a Power Apps or Dataverse grid is one of the most common ways for users to work with business information. However, when a grid contains several numeric values, displaying everything as plain text can make it difficult to quickly understand and compare the data. Key Takeaways Custom Column Visualizations let grid columns… Read More: Enhancing Power Apps Grids with Custom Column Visualizations »

SQL Meets Dataverse Web API: Query Microsoft Dataverse Data Using SQL

Microsoft Dataverse provides several ways to retrieve data, including  OData and FetchXML. While these approaches are well suited to Dataverse, developers coming from a relational database background may naturally think in terms of SQL. In this article, we will look at how Dataverse data querying traditionally works, what SQL querying through the Web API introduces,… Read More: SQL Meets Dataverse Web API: Query Microsoft Dataverse Data Using… »

Build Dataverse Solutions Faster with a Coding Agent in Dynamics 365

Traditionally, creating a Dataverse solution involves manually creating tables, columns, relationships, and sample records through the Power Apps maker portal or by writing scripts and using Power Platform CLI. With Dataverse skills for coding agents, we can describe our requirements in natural language and let the coding agent implement them directly in the connected Dataverse… Read More: Build Dataverse Solutions Faster with a Coding Agent in Dynamics… »

How Batch Testing Prompts Helps You Build Reliable Copilot Agents

In a retail e-commerce company, the team was building an AI customer support agent to handle common queries like order status, returns, refunds, and product information. In the beginning, the prompt was tested manually with a few sample questions, and everything seemed to work fine. However, end users don’t type like QA testers. They use… Read More: How Batch Testing Prompts Helps You Build Reliable Copilot Agents »

Your Existing Consent Data Shouldn’t Have to Start From Zero

When organizations move to Customer Insights – Journeys, one question often comes up immediately: what happens to the consent preferences we already have? Your contacts and leads may already contain years of email preferences through fields such as Email and Bulk Email. Asking every existing customer to provide consent again is not only unnecessary, but… Read More: Your Existing Consent Data Shouldn’t Have to Start From Zero »

Power Platform Inventory: Simplify Power Platform Governance and Resource Management

As organizations increasingly adopt Microsoft Power Platform, managing hundreds of apps, flows, agents, environments, and connectors can become challenging. Administrators need a simple way to understand what resources exist, who owns them, which environments they belong to, and what connectors they depend on. To address this challenge, Microsoft provides Power Platform Inventory in the Power Platform admin… Read More: Power Platform Inventory: Simplify Power Platform Governance and Resource Management »